Job Description:

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. 

Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron’s, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.

We encourage anyone that wants to join us in our mission to apply.

Customer Service Associate - B2B

Based in: Hong Kong

Reports to: Customer Service Supervisor

Position Summary:

The position resides in the Customer Service Team, reporting to the Customer Service Supervisor.  We are currently looking for a Customer Service Associate. Someone who has a passion for helping people and truly has a can-do attitude. We are offering a career with a recognized leader in the world of global news and business information. This is an opportunity to be a part of a multinational organization that focuses on its people. Dow Jones is searching for candidates who want to work within our Global Customer Service team to learn and grow from this position.

Key Responsibilities:

• Provide high-level telephone, email, and web chat support for the Dow Jones suite of PIB products; including Factiva, Dow Jones Risk & Compliance, and Dow Jones Newswires.

• Answer global customer queries concerning content/data, product navigation, billing/account administration, and more. 

• Provide professional-level support to retain Dow Jones customers and increase customer loyalty.

• Strong ability to multitask, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service.

• Ensure all relevant procedures are followed from beginning to resolution.

• Ensure all key performance indicators and service levels are met.

• Actively seek out opportunities for self-improvement, and participate in new product and procedural training.

• Work with other Dow Jones departments to ensure escalated issues are handled efficiently and correctly.

QUALIFICATIONS:

Required

• Highly proficient in Mandarin and Cantonese for both written and verbal communication within a corporate environment

• Fluent in English, for both written and verbal communication

• Commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions

• Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner

• Ability to maintain a positive attitude in an often busy and stressful environment

• Ability to understand new technical systems and applications quickly

• Attention to detail and the ability to multitask,  prioritize, and meet deadlines

• Positive outlook on change and flexible approach to team-based work environment and structure

• Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries

Preferred

• Experience in a contact center and/or customer service environment

Desired

• Salesforce experience a plus

• Desire to grow within the company

• College degree desired

• Previous research experience desired

• Fluent in German/French/Spanish/Chinese/Japanese/Italian/Russian a plus (in addition to the language applied for)

Our Benefits

• Comprehensive Healthcare Plans

• Paid Time Off

• Retirement Plans

• Comprehensive Insurance Plans

• Education Benefits

• Family Care Benefits

• Commuter Transit Program

• Subscription Discounts

• Employee Referral Program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at [email protected]. Please put “Reasonable Accommodation" in the subject line.

 

Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/AA/M/F/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at [email protected]. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area:

Dow Jones - Customer Service

Job Category:

Customer Service & Contact Center Operations

Union Status:

Non-Union role